Cambridgeshire Community Services NHS Trust
The post holder will work within the Patient Experience Team and will be responsible for contributing to the management of the Patient Advice and Liaison Service (PALS) as a member of the team.
This involves providing efficient and confidential day-to-day advice and coordination of responses to service users, carers, stakeholders, and others who contact the Trust, as well as managing and manning the PALS telephone and email systems.
There will be daily interactions with patients and other members of the public via telephone and email which will require exceptional customer care skills and expertise.
Fixed term: 1 year (ending 1st October 2025)
Interview date: 11th December 2024
(Please note that should we receive a high number of applications, we reserve the right to close the advert earlier than advertised)
Main duties of the job
Work within the PALS team as a contact point for enquiries and complaints about the Trust.
Ensure that all contacts and outcomes are recorded and learning points are recognised and shared.
Be responsible for providing information and arranging investigations relating to complaints.
Compile documents to support complaint investigations and draft letters from the investigators' findings to respond to the complainant, ensuring that the complaint has been answered in a manner appropriate for the audience.
Provide support with reporting of patient experience information and data analysis of themes and trends relating to surveys and complaints.
Ensure systems and processes are maintained that provide timely and high-quality responses.
Provide general project and administration support for the Patient Experience Team, including patient survey designs, inputting data/information, and development of related processes.
Job Responsibilities
Main Duties and Responsibilities
* Be a point of contact in the Trust's PALS team to receive service users' complaints. Use sensitive questioning techniques to obtain information, clarify understanding, identify needs and expectations, accurately record, and communicate/escalate these appropriately to managers.
* Support and maintain systems to enable the acknowledgement and management of complaints, support the investigator/managers, and monitor progress to ensure timelines are met in line with the Trust policies.
* Take proactive steps to encourage and assist in local resolution of complaints by setting up and coordinating meetings for service users and their carers to meet with the services as part of the resolution process.
* Liaise and work with the Trust's Resolution and Complaints Manager in logging formal complaints to meet the Trust's required standards and timeframes as set out within the Trust Complaints Policy.
* Draft complaint plans and response letters demonstrating communication skills and attention to detail.
* Provide complaint investigator training and support.
* Act as a source of information and ensure the role of PALS is widely promoted so that both service users and staff know how to contact the service to gain support.
* Contribute and propose changes during the review, updating, and drafting of policies and procedures relating to patient experience to ensure they meet patients and services.
* Organise, prioritise and manage own workload to meet deadlines and avoid diary conflicts.
* Contribute to the production of all Patient Experience and quality reports around patient experience information and data analysis of themes and trends relating to surveys and concerns.
* Provide general administration and project support for the Patient Experience Team, including covering the phones and designated email accounts.
* Lead on the updating of the Patient Experience information pages on the Trust's staff intranet and the public-facing website pages.
* Provide cover for other members of the Patient Experience Team during short periods of absence.
Person Specification
Qualifications and Training
* NVQ level 4 or equivalent Diploma in administration or IT subject or experience which demonstrates this
* Complaints/concerns handling training course
* Patient Experience related qualification or training
Experience
* Previous secretarial or administrative experience
* Previous experience of handling patient experience related matters
* Use of IT systems including MS Word, Excel, Outlook
* Significant experience of working in a service user facing role, including resolving concerns and challenging conversations
* Previous use of Datix
Knowledge and Skills
* Excellent interpersonal skills including verbal and non-verbal communication, sensitive and accurate listening and note-taking
* Accurate keyboard skills and ability to communicate through IT using packages such as Word, Outlook, Excel, and the web also for MS Access data entry and analysis
* Excellent time management and prioritisation skills
* Knowledge of the NHS and how it works
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer Name
Cambridgeshire Community Services NHS Trust
Patient Experience & Participation Manager
£29,970 to £36,483 a year, per annum, pro-rata
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